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Skydropx is seeking a Senior Customer Engagement Analyst to lead the transformation of customer communication and lifecycle strategy. This role sits within Customer Success and owns all communication with Frenet's customer base, designing and executing engagement initiatives across the entire customer journey.
Key Responsibilities:
- Develop tech-touch communication tracks across the full customer journey (onboarding, maturation, retention, expansion) using multiple channels (email, push, WhatsApp, etc.)
- Ensure systematic value delivery and coherence to customers, working cross-functionally to execute engagement projects
- Plan and coordinate targeted engagement actions aligned with business objectives
- Monitor and analyze communication and lifecycle metrics (open rates, clicks, engagement, churn, NRR, LTV), translating data into actionable improvements
- Manage automation flows, communications, and reporting within HubSpot alongside the RevOps team
- Coordinate production of strategic content for the customer base (case studies, testimonials, social proof)
- Build and sustain recurring engagement programs (community, communications, relationship initiatives)
- Collaborate with marketing on GTM actions targeting the customer base, ensuring narrative and value proposition alignment
- Contribute to customer journey design and evolution with practical insights and improvement suggestions
- Identify and develop customer segmentations to enable more relevant, personalized, engagement-focused communications
- Drive execution of initiatives across Marketing, CS, and Product teams, managing timelines, quality, and deliverables
The company is undergoing significant digital transformation, with process automation as a central pillar. This role is critical to that evolution, requiring someone who can think strategically and execute operationally.
Requirements:
- Strong organizational skills and ability to manage multiple simultaneous initiatives with clear prioritization
- Technical mindset with daily AI proficiency for task optimization
- Proactive approach to proposing solutions and new project ideas without waiting for fully defined scopes
- Excellent communication and cross-functional collaboration skills
- Ability to translate strategic direction into clear, executable action plans, moving fluidly between strategic and operational levels
- Analytical mindset to track results and adjust course based on data
- Prior experience in Customer Success, Marketing, CRM, or related functions
Desirable:
- Experience with lifecycle or B2B communication operations
- Background in customer marketing or marketing campaign creation and execution
- Experience building engagement strategies focused on customer base expansion
- Practical AI proficiency for real optimization gains, avoiding generic templates and biased perspectives
